Customer Success Manager

4 weeks ago

Bengaluru, Karnataka, India Zoko Full time

About Zoko

Zoko helps D2C brands grow faster using WhatsApp as a channel for sales, marketing, and customer support - all from a single dashboard.

We're not just building tools; we're helping brands build stronger customer relationships. From automations to live chat to campaign management, our product is deeply integrated into the workflows of some of the fastest-growing Shopify stores.

We're a profitable startup, backed by Y-Combinator, and growing thoughtfully. At Zoko, you won't be a small cog in a giant machine - you'll be part of a close-knit team that ships fast, learns faster, and is obsessed with customer success.

About the role

As an Onboarding Manager / CSM at Zoko, you'll be the first real partner our customers work with after signing up. You'll guide them through setting up their WhatsApp infrastructure, integrating Zoko into their operations, and driving product adoption during the first 90 days while solving real business problems for the customers.

This role is part CSM, part trainer, part problem-solver. You'll lead onboarding calls, explain how to best use Zoko, troubleshoot integration issues, and most importantly, build strong relationships from day one.

Responsibilites

  • Own the first 90 days of the customer journey - from kickoff call to full product adoption
  • Conduct 3-4 onboarding calls per day via Google Meet or Zoom
  • Understand each customer's business and tailor onboarding to their goals
  • Train users on how to use Zoko and WhatsApp in their D2C workflows
  • Troubleshoot setup/integration issues (Shopify, WhatsApp API, CRM tools, etc.)
  • Build strong trust with customers through clear, consultative communication
  • Act as the bridge between customer needs and product capabilities

What are we looking for

  • 2+ years in a SaaS onboarding or customer success role
  • Strong communication skills, especially on video calls
  • Experience with tools like Shopify, WhatsApp Business API, or CRMs is a plus
  • Ability to handle light technical troubleshooting during onboarding
  • Fluent in English (Hindi is a plus)
  • Strong sense of ownership, hustle, and empathy
  • Comfortable working full-time from our Bangalore office

How to Apply

Round 1 is a short AI interview to help us understand your experience and communication style. Only candidates who complete this step will be considered for further rounds.

Complete your AI round from here before applying -

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